Jeffrey Sharp

Experience

• 

  AT&T

  Feb 2004 - Jan 2024

  • Responsible for directing, planning and apportioning work of employees including interviewing, selecting and training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance and ensuring compliance with company and regulatory policy. • Responsible for network subject matter experts and first level Network Operations Management teams who support internal and external client organizations on both an immediate emergency demand and long term proactive basis. • Responsible for switch/transport/cell site and/or installation and maintenance, provisioning, dispatch and testing activities at the customer site or a company location for Plain Old Telephone Service (POTS), Wireless, WiFi, Radio, Specials Services, Designed Services, Data Services or traditional DSL to IPDSL, DSO- DS3, Optical services, Uverse and Internet network elements.• Monitor systems, analyze data as necessary and direct higher-level force to load and staffing activities to meet customer service and budget commitments. • Monitor and analyze Technician and Manager Team performance levels necessary to identify skill gaps and direct activities to address performance deficiencies. • Monitor attendance-related activities to ensure compliance with corporate, state and federal requirements. • Ensure corporate compliance training and coverage items are addressed in appropriate timeframes. • Work with Human Resources, Labor contacts and supervisors to address issues requiring progressive discipline. • Build short and long-term plans for efficient and cost-effective implementation of process changes, new/diverse technologies, new tools or requirements. • Ensure state of the art knowledge for self and subordinates through analysis of technical documents. Provide input to those developing methods and procedures. Show less Lead, coach & develop crews of technicians who engage in installation and maintenance, provisioning, dispatch and testing activities at the Central Office or a company location for Telephone Services, Special Services, Designed Services, Data Services, or U-verse. Key Roles and Responsibilities: Review technician performance and provides feedback and coaching to technicians designed to address performance issues. Conduct safety and quality inspections to ensure high quality and safe performance by technicians. Identifies and removes roadblocks to safe and efficient performance by technicians. Work with Dispatch to ensure that work is effectively assigned. Ensure that technician training is complete. Administer discipline to technicians and makes recommendations concerning long term suspensions or terminations of technicians. Address and resolves customer or company escalations or service issues. Receive technician grievances and resolves them at the step one level as appropriate. Handle other issues related to union matters, as necessary. Ensure that all functions are performed in a timely fashion to meet customer and company specifications. Responsible for planning, organizing, and directing all operations with respect to installation support, service and major moves, adds, and changes. Management of technicians includes responsibility for technician time reporting, payroll, and on-call or vacation scheduling. Responsible for utilizing Management Systems & Operational Control (MSOC) techniques to manage employee efficiency, performance, and customer service. Show less Train and coach managers on Management System and Operational Control (MSOC); support continuous performance improvement by collaborating with District team and guiding managers on development of organizational performance improvement plans; monitor MSOC compliance, report on results, and assist with action plan development; identify process improvement opportunities and promote use of MSOC and Six Sigma to act on opportunities. Key Roles and Responsibilities: Ensures network process capability, control and improvement by training and coaching managers on MSOC. Provides consultation on the use of MSOC to improve network process performance. Analyzes data to identify performance improvement opportunities then guides managers in developing action plans. Collaborates with District Management Team on developing Performance Improvement Plans, Training Development Plans, and Individual Development Plans to improve performance. Conduct MSOC Compliance Reviews, identify gaps, work with Directors and/or Area Managers to develop action plans. Facilitates the identification, analysis, development and documentation of network process improvements, network operational performance metrics, process control and results management identifying indicators for future network improvement opportunities. Responsible for analyzing, tracking and publishing network performance and process/quality indicators and results by constructing reports illustrative of the process trends and network performance. Defines network process flows, business rules and user requirements. Identifies network process improvement training needs. Show less Supervises the work of a group of telesales or inside sales representatives in an inbound call center who are responsible for selling and up selling the products of the Company and servicing customer accounts. Key Roles and Responsibilities: Directs work activities to achieve volume expected to meet operational goals and unit and revenue objectives. Responsible for the daily application of Company and organizational policies and procedures. Monitors representatives according to documented standards. Provides feedback, coaching, training, motivation, and support to representatives. Counsels and advises representatives regarding performance and discipline. Participates in the decision making process and makes recommendations regarding hiring, promoting, and discharging employees. Show less

  • Assoc Director - Network Services - Engineering & Operations

    Oct 2015 - Jan 2024

  • Manager Network Operations

    Jul 2013 - Oct 2015

  • MSOC Coach - AT&T Global Network Field Operations

    Jun 2012 - Jun 2013

  • Sales Coach Manager

    Aug 2007 - Jun 2012

  • Service Representative

    Feb 2004 - Aug 2007